Legal and Regulatory Advisor

• Jul 2022 - Present

Customer Experience Consultant

• May 2021 - Present

Program Manager, Strategic Channels

• Mar 2020 - Present

Program Manager, Customer Experience, Employee Experience

• Aug 2017 - Mar 2020

 Develop customer experience and employee experience project strategies to ensure goals align with corporate strategy, guiding behaviors and brand. Develop strategy for employee events to enhance employee engagement and promote adoption of customer centric thinking- includes town halls, team building events, Customer Experience Day, and Customer Support Week. Co-Lead Culture Change Committee. Perform all responsibilities of Senior Project Leader--Customer Experience, as defined below, with the additional responsibility of leading/coaching a team of customer experience and learning and development project managers. This includes providing ongoing and consistent employee feedback and performance appraisals to ensure maximum engagement and growth potential is fully recognized. Develop internal and external communications to promote great customer experience.

Senior Project Leader- Customer Experience

• Jul 2013 - Present

 Administer the annual voice of the customer relationship survey using NPS and C-sat methodology and closed loop process. Facilitate customer and employee journey mapping projects to identify opportunities for improvements. Working with third party consultants/vendors to execute projects such as win/loss analysis. Analysis of data with presentation of findings and recommendations to the Senior Operating Committee. Partner with cross functional teams to execute improvement initiatives across the organization and reporting outcomes. Overseeing new associate onboarding to continuously improve the employee onboarding experience. Work with the Healthcare User Group (an independent collaboration of customers) and the Chief Experience Officer, develop strategy for customer events to ensure alignment with customer needs.

Senior Contract Specialist/Vendor Relations Manager

• Aug 2013 - May 2015

 Review, redline and negotiate enterprise software license and maintenance agreements. Global procurement team member- strategic sourcing, review of requisitions and issuance of purchase orders. Vendor relations manager for third party healthcare software suppliers.

Compliance Officer

• Jan 2003 - May 2010

 Oversaw general compliance matters involving various federal, state and local laws. Served as the Corporate Privacy Officer. Implemented and managed the corporate compliance plan including the development and administration of employee training programs. Composed, reviewed, and maintained vendor and client contracts. Maintained the Employee Handbook to ensure compliance with current laws. Instrumental in leading the company through URAC Accreditation.

Director of Transcription

• Jun 2005 - Jan 2009

 Managed web-based medical transcription department to 100+ medical providers, including providing direct-line customer service. Extensive project management involving daily operations, relationship building with overseas vendors and ensuring quality assurance.

Director of Corporate Legal Services

• 1999 - 2000

Case Manager

• 1997 - 1999